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VoIP Customer Service Telephone System?

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  • 04-12-2005 1:35am
    #1
    Rollo Tamasi
    Registered Users Posts: 3,514 ✭✭✭


    Hi, i'm doing a bit of research into the various levels of customer service available on the internet. Besides from the obvious ticketing systems and forums i am concentrating on VoIP support. Basically i'm wondering if there is any service out there that would allow a user to use VoIP to contact a company and interact with an automated system that would direct their query to the appropiate department.

    An example would be that the customer has a billing issue and contacts the company thru a VoIP application, the customer needs to press number 2 to get thru to the billing department and is consquently put in a Q. Basically a VoIP call centre.

    I'm not sure if this kind of application is available at the moment, google searching has left me down a bit.


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    #2
    cgarvey
    Registered Users Posts: 3,886 ✭✭✭cgarvey


    Asterisk will do the "Press 2 for X" menu stuff (as well as call grouping, etc.). There are a number of SIs and Vendors that will configure Asterisk, dunno about in Ireland though.

    .cg


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    #3
    Rollo Tamasi
    Registered Users Posts: 3,514 ✭✭✭Rollo Tamasi


    Thanks cg, would you be able to take a guess as to the overall cost of implementing something like this?


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    #4
    cgarvey
    Registered Users Posts: 3,886 ✭✭✭cgarvey


    I reckon there's about a day's work for an installer to gether requirements (agree routing, extension plans, etc.), install hardware and configure. Add the cost of that consultancy + the cost per user for an IP phone, assuming software phones aren't really acceptable in a commercial environment) and cabling, and then add in any training required (not much should be required, if there is a support contract in place to manage users moving, new users, new carriers, etc)... the costings for those I don't have / am not willing to share, but should be able to get you started.

    .cg


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